British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,208 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,208 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0800 980 6005

Email:

customerservice@britishgas.co.uk

Location:

PO Box 4805
WORTHING
BN11 9QW

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British Gas 1 star review on 21st December 2025

105

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“UPDATE, THIS MAY BE A PUBLIC PLATFORM, BUT YOU HAVE MY ACCOUNT NUMBER AND YOU CAN ACCESS MY CONTACT DETAILS, JUST ANOTHER COP OUT BY BRITISH GAS!!!! AS REGARDS YOUR CHAT ONLINE SERVICE, THEY CAN'T HELP AS PREVIOUSLY STATED!!!!!!!! USELESS COMPANY!!!!!!! You know what is so frustrating? When you actually state in your review that you do not use any form of social media, or that you have contacted customer service and you clearly state that they can't help you either! THEN YOU GET A REPLY FROM THIS AWFUL INEPT COMPANY FROM A PERSON WHO HAS NOT READ THE REVIEW PROPERLY OR TAKEN ON BOARD YOUR COMMENTS, SO WE ARE NOW APPROACHING 70 DAYS SINCE MY FAULT WAS REPORTED BY YOUR ENGINEER. SO HERE'S A COPY OF YOUR REPLY, IT'S LAUGHABLE AND PATHETIC, BECAUSE NO-ONE AT BRITISH GAS ACTUALLY CARES..... 1 REPLY FOR YOUR ENJOYMENT.... UPDATE FROM LUCY, WHO HAS CLEARLY NOT READ AND UNDERSTOOD THE REVIEW, NO SOCIAL MEDIA USED BY ME. HER ADVICE USE FACEBOOK OR TWITTER TO PRIVATE MESSAGE THEM!!!! OR I CAN CONTACT CUSTOMER SERVICE, WHO AS I'VE PREVIOUSLY STATED CAN'T HELP! NICE ONE LUCY!!! YOU TOTALLY EPITOMISE THE SHEER INCOMPETENCE OF BRITISH GAS!!!! YOU ARE A STAR!!!!!! Oooohhh!!!!! I have a "complaint Handler"!!!!! So come on British Gas, since when do I have a "complaint Handler"? When were they assigned? I'd like to know please? Give me a definitive ANSWER! HELLO! IS THERE ANYBODY THERE WHO GIVES A DAMN? My account number is 851018889363 get my details and call me.”

Helpful Report

Posted 3 years ago

“Why the hell can you not get my smart readings put on your app?? When loop does it easily?? Are you scared of seeing the true usage??”

Helpful Report

Posted 3 years ago

“Two major complaints 1. First complaint British gas fixed an appointment to fix my smart meter on 30/08/22 between 8am to 12noon, did not turn up. Later called that engineer will turn up before 4pm that day. I sat in my house all day till 9pm and nobody turned up and no apologies from British gas for my day wasted. I called British gas two days later and another staff fixed another appointment for today 06/09/22 between 1pm to 5pm. I having been waiting and is 5.40pm and no phone call or text or engineer. That two days of my valuable time wasted by British gas. I have call all numbers British gas to check if they will still attend, not making any head way with the automated machine responses after being on phone for over 30 minutes. This is totally unacceptable for a great company as British gas. The worse part of my call is that the machine still hasn't that my smart meter booking is 30/08/22; the booking for 06/09/22, seem not have been updated in British gas system and nobody to speak to. I feel really disappointed. Hence, all promises made by staff when they rebooted the appointment and sent me a text message for appointment for 6th September was ticking of box. It is disgusting. I have never had this sort of experience from aby company or British gas before. If someone told me this experience, I will not believe it will happen in Great Britain. 2. My second complaint, I cannot put here.”

Helpful Report

Posted 3 years ago

“Pure Evil. They lied and misled my mother who is a cancer patient. They promised no more payments in the spring only to demand more in September. The call centre agent was rude and aggressive towards her and didn't care when she tried to explain her situation he didn't care. I complained on web chat the agent was just as bad and labelled myself and my mother liars. Never known such a disgusting company that profits from pensioners fighting cancer and employing horrible customer service agents. Having Ebola is better than being a customer with this evil company. AVOID!!!!”

Helpful Report

Posted 3 years ago

“Three times I booked a dyno engineer For a blocked outside drain. The appointments were never booked! Rubbish!”

Helpful Report

Posted 3 years ago

“AVOID WORST COMPANY EVER ABD FACT DONT CARE AVOUT YOUR SITUATION WITH ME AND MY 2 KIDS AND WHAT WE ARE GOING THREW SIT WAIT FOR OVER 2 HOURS FOR THEM LEAVE U NO SUPPLY AND SIT AND ASK U LOADS QUESTIONS AND NOT HELPFUL AT AL COMPANY IS A JOKE NEED CLOSED DOWN ALL ALSO WANT LEARN MANNERS ALL COWBOYS WITH RUDE ATTITUDES ALL BE LEAVING AS CUSTOMERS FACT”

Helpful Report

Posted 3 years ago

“what a disappointment British gas is. Absolutely no work ethics!!!1 Canceled the first appointment to carry out power flush for radiators, couple of days before. Working in emergency services they should know that leave at short notice is not possible in health care services. After expressing our disappointment another appointment was given but they failed to turn to work . No messages was given. such a poor work ethics cant be accepted”

Helpful Report

Posted 3 years ago

“What a useless lot ,I,ve been trying to contact them for over 2 weeks,only to get passed from pillar to post .Then they keep avoiding the answers you ask and totally ignore you .All I wanted was an engineer to sort out a meter which has no display.My 3year old great grandson could have done abetter job,if not maybe my cat .Bet if my bill was not paid I would soon get a response”

Helpful Report

Posted 3 years ago

“I could give them 0 stars, if I could.”

Helpful Report

Posted 3 years ago

“Let me down 3 times for exchange gas meter. I can’t believe they can’t find engineer for nearly 1 year to do this. Not recommend to anyone”

Helpful Report

Posted 3 years ago

“Some of the most woeful customer experience I have EVER encountered. Unhelpful, resolved nothing, refused to escalate, borderline antagonistic. All I wanted was to report that my smart meter is broken and ask for some guidance on how to get one that works…just awful Even their feedback form errors, conveniently. Shocking”

Helpful Report

Posted 3 years ago

“I have solar panels fitted this app does not help me to see export or importing and the usage part of the app does not work at all”

Helpful Report

Posted 3 years ago

“This has to be the worst company and customer service I have ever experienced, as many have stated staff are inept, they never call back, when the affirm they will, issues are never resolved appropriately and correctly the stress caused trying to get through to them, bills are not readily available when logging into my account, this lists goes on and on, I’ve tried to log numerous complaints,they really just dont care, avoid avoid avoid Ombudsman is now my next step”

Helpful Report

Posted 3 years ago

“I moved house and asked to be moved to BG for my electrical supply as well as they were already supplying the property. I asked for key meters and was told this would be OK. Chats, phone calls and letters later, they kept changing the details of my account and sending letters with conflicting information. Last straw, they have now changed my supply address so it looks like I will be paying a bill for a local solicitors office. Its the system, it's not fit for purpose. Different people dealing with different aspects of the supply and you have to speak to somebody else all the time. All very pleasant on the phone but if electricity advisers can't talk about gas what chance does anybody have of getting things sorted out.”

Helpful Report

Posted 3 years ago

“British Gas contacted EDF to say I was changing to them ( I was not). The automated chat also informed me that EDF were going out of business! Unbelievable. Been on the phonefor an 11/2hrs trying to sort the mess out. EDF answer just about straight away. British Gas no reponse, gave up and went on remote chat. Hopeless”

Helpful Report

Posted 3 years ago

“Moved into a new property in April, had no choice but to register with British gas. Asked to have a top up meter installed, they asked for meter readings first which I supplied them with. I was then told that they don't match their database so I should expect a call back. Never had a call back so I called up, explained what had happened and went through this whole process dozens of times over the course of 4 months. Now they are trying to charge me over £500 and the meter readings are still wrong!! Called up today, finally getting a top up meter but not until the end of September because that is the earliest they can get an engineer out to fix both gas and electric meters! Once the bill is paid off, I will be going to a different supplier!”

Helpful Report

Posted 3 years ago

“Ridiculous, pathetic, inept customer service. Have been attempting to swap to British Gas Lite for months now to achieve a fixed lower rate. British gas keep objecting to the swap to British Gas!!! Even though my account is well in credit. Takes forever to get through even via webchat none of the links in the emails work. Still unsure if it's going ahead but I just haven't got the time to keep trying to contact them. Would cancel the whole thing and leave if possible.”

Helpful Report

Posted 3 years ago

“Was told I was due a refund, in the 13 of July, still waiting, we are processing your cheque.. Will take up yo tens days ...emailed the ceo..which I recommend, he's a sweet guy , but bound by disingenuous rules...really taking the micky out of me”

Helpful Report

Posted 3 years ago

“The worst company that I have ever dealt with. Staff and management are totally inept at dealing with the issue I have had to phone up for 8 times now! Gas meter was faulty, the electric meter was faulty, then engineer didn’t show up after waiting 5 hours. Three times British Gas promised a call back, all three times the call never materialised. After billing my account up to date and switching suppliers they “refunded” me the outstanding credit on my account. Or at least this is what they said. 5 days later no money, after phoning for an 9th time they confirmed the refund had been processed but that it would take up to 10 days. After 10 days still no money, I then receive a bill for £1900, even though my final bill was sorted and the refund of credit on to my account processed, and on the 10th phone call the operator informed me that they had never sent me a refund and that I was now in debt over £500. An absolute shambles of a company that is charging the earth and racking in huge profits. Avoid at all costs! I promise it’s not worth it to be, in any way, involved with British Gas. P.S I just received another bill for £37… Ombudsman is the next point of call.”

Helpful Report

Posted 3 years ago

“Asked BG to send an engineer to check if so-called meter tails, the cables joining a smart meter and a fuse box, are safe to use because they are old and we are not renovating the property. Took more than hour and several advisors just to send a query. The result? A rude and unprofessional engineer arrived to the site to exchange my elec and gas (!!!!) meters because they are faulty (????). Not even looking at the cables, the engineer simply lied to both me and his manager that they are safe. BG offered me to book a commercial, charged for appointment, because they can't confirm that the meter tails that they said are safe are safe indeed. Yes, it all sounds ridiculous, and so does BG. The worst thing is that I can't find a decent company to do the job, because the cables between a meter and a fuse box are considered to be an energy supplier property and the works aren't contestable.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,208 reviews